IT Support Specialist

Summary

Join Suvoda as an IT Support Specialist on the second shift and provide comprehensive technical support to employees globally. You will troubleshoot hardware and software issues across Windows, MacOS, and Linux systems, resolving problems in person, via phone, and remotely. Responsibilities include managing computer hardware, software installations, productivity tools, email systems, and operating systems. You will maintain communication with customers, ensuring satisfaction with completed work, and manage a caseload of 15-25 tickets. This role requires strong problem-solving skills, excellent communication, and experience with various IT systems and applications. The ideal candidate will have a Bachelor's degree or equivalent experience and a minimum of one year of experience in a technical support role.

Requirements

• Bachelor’s Degree (Computer Science, Information Systems, Engineering, or related field) or equivalent technical support experience
• Professional, customer service-oriented attitude
• Strong interpersonal and communication skills
• Ability to be adaptable , flexible, and change activities quickly according to business needs
• Knowledge of commonly used information technology concepts, practices, and procedures
• At least 1 year of experience in a technical support or similar role required
• At least 1 year of experience troubleshooting complex IT systems and end user technology ( Mac and PC laptop hardware/OS/software, printer, phone system, video conferencing, etc.) and corporate IT infrastructure (networks, telecommunications systems, etc.)
• At least 1 year of experience in enterprise application administration (Microsoft Office 365, Slack, Atlassian suite, Okta, Zoom etc.)
• At least 1 year of experience in administration and support of MacOS and Microsoft Windows operating systems
• At least 1 year of networking experience (TCP/IP, DNS, DHCP and VPN)

Responsibilities

• Provide comprehensive technical support to Suvoda employees worldwide
• Respond to technical support requests received via email, chat, telephone call, and ticketing system and resolve in a timely manner in accordance with team procedures and standards
• Troubleshoot end user computing problems (laptop hardware/OS/software, printer, phone system, video conferencing, etc.)  - including analyzing the problem, identifying the appropriate resources , testing of proposed fixes, and follow-up to ensure the problem has been resolved
• Maintain communication with customer and answer basic questions. Ensure the customer understands and is satisfied with work completed
• Follow all standard operating procedures (SOP) through the effective use of Knowledge Management
• Manage a case count between 15-25 tickets
• Develop and maintain working knowledge of relevant technology and support policies and processes in order to provide technically accurate solutions to users
• Triage and escalate system and network outages to reduce downtime
• Administer employee accounts including account creation, maintenance, and deletion. Install and upgrade company laptops using prebuilt automated deployment processes
• Perform other related duties as required

Preferred Qualifications

Experience utilizing ticketing systems to prioritize tasks, ServiceDesk Plus, ServiceNow, or Jira preferred